Personalized Service Quotes

I miss the personalization that Vegas was - there were showroom captains and all the dealers knew the gamblers by their first names.

The customer wants what the customer wants - when they want it, where they want it, and how they want it. And if you want to build a big business, and you want to be meaningful to a big, broad group of customers, you need to think about how you're going to meet them in the various places where they might expect to see you.

I'm constantly amazed that owners and managers of all businesses don't train their people to call the person who pays by credit card by name. It definitely makes the customer feel good and will be a factor in bringing them back to your place of business.

All clients' needs and expectations are vastly different.

When I check in at the Encore, they're like, 'Welcome back, sir.' I'm back home, it's like my second home.

When I go on trips, I like to have everything in one place. Someone to be in charge of the food, someone to keep things organized, and someone to attend to us. I need the house to be awesome, by the water, with all the amenities I need.

I've never stayed at a bed and breakfast. If I did, I figure you would start to get hungry! "Is that all you got around here? Well, maybe you can direct me to a chair lunch dinner."

I don't like posh hotels. I like small, eclectic hotels, and luxury for me would mean really good company with good food in a really funky, beautiful house in the middle of a field where someone came and serviced the place for us.

When people arrive at El Bulli, everybody goes through the kitchen. It's a way of making them feel at home. When they leave, the only thing I ask is whether they've been happy. Everything in between, I don't particularly care.

I have an amazing stylist; she's called Rebecca Corbin Murray... I go around to her living room, and it's sort of exploding with dresses, and we go through them all, and she's so good at picking things she knows I'll like, and we work together. She's taught me absolutely everything; she's brilliant.

If the store were your own business, you'd escort the customer to a product's location in the store and refer to the customer by name.

Self-checkout is negative because more and more retailers are losing the personal touch. People want to do business where people know their name and communicate with them. With a world full of email and more self-service we will begin to start seeking out the basics from retailers who create emotion. There is not emotion out of self-service and most people buy out of emotion.

I want people to be transported by the hotel. I'm thinking, What is it that would make people be delighted and amazed?

That's one of the many things about having the bookstore that I adore. I can walk into the store and say to somebody, "I'm glad you're reading this book" or "I'm glad you're getting this book" or "Don't get that book. I read that book and hated that book. Let's get you this book instead."

The vision is that people should have the ultimate in convenience. Being able to get the things they care about on the appropriate device.

The federal government said today they've begun training sessions for airport security workers to provide what they call more customer satisfaction to the travels, they want to make it easier for us. They're instructing security guards to glance at your luggage tags so that they can call you by your first name. Isn't that creepy? The guy touching your wife, calling her by her first name.

All good businesses are personal. The best businesses are very personal.

I lived at the Gramercy Park Hotel for about 10 years. It was terrific. It was a pleasantly run-down hotel of the '70s and '80s with a mix of older, rent-controlled apartment dwellers, Europeans and new wave and punk bands. The room service was great, the hamburger was terrific, and they had a doctor who made house calls.

For years I have really wanted to create my own special dining experience that people never forget.

The essential difference in service is not machines or 'things.' The essential difference is minds, hearts, spirits, and souls.

No matter what your profession – doctor, lawyer, architect, accountant – if you are an American, you better be good at the touchy-feely service stuff, because anything that can be digitized can be outsourced to either the smartest or the cheapest producer.

If you make every pillow like it's your only pillow, and every customer like it's your only customer, I mean, that's an amazing concept.

The thing is, I don't want to be sold to when I walk into a store. I want to be welcomed.

If I go to hotels, they always say, 'Welcome back', even when I've never been there before.

Every customer is different, and the travel experience is completely fluid, but the end goal is to find the best solutions.